Head of B2B Support and Operations
SOFTSWISS is hiring a Head of B2B Support & Operations to join their Game Aggregator team. This role involves leading the Support, Setup, Game Release, and Game Providers Support functions, ensuring that operations scale effectively alongside the product and clients. The focus will be on operational excellence, strong leadership, customer-centric processes, and continuous improvement.
The purpose of the role is to shape and evolve B2B operations to support the continued growth of the SOFTSWISS Game Aggregator. The individual will improve operational performance and scalability through process optimisation, automation, and AI adoption, while ensuring teams deliver a consistently strong customer experience. They will also develop high-performing Team Leads, strengthen ownership and accountability across the organisation, and turn business and product priorities into clear operational execution.
- Own operational performance across Support, Setup, Game Release, and Game Providers Support, ensuring teams deliver against agreed service levels and business priorities.
- Drive operational excellence by identifying opportunities to simplify processes, improve scalability, and introduce automation and AI where they create measurable value.
- Build customer-centric operations by continuously improving customer-facing processes and balancing a strong client experience with sustainable team efficiency.
- Develop strong operational leaders by coaching Team Leads, identifying leadership gaps, supporting succession planning, and strengthening ownership and accountability.
- Align operations with business strategy by partnering closely with Account Management, Business Development, Partnerships, Product, and Technical teams.
- Turn operational data into action by providing executive-level reporting, identifying trends and risks, and recommending improvements that support business and product goals.
- Advanced Russian and English language knowledge (required)
- 5+ years of experience in Operations, Customer Success, Technical Support, Business Operations, or a related B2B environment (required)
- 3+ years of experience managing multiple Team Leads, operational functions, or departments (required)
- Proven experience leading and scaling cross-functional operational teams in a fast-growing environment (required)
- Strong track record of process optimisation, operational scaling, and improving service performance (required)
- Hands-on experience introducing automation and AI-driven improvements into operational processes (required)
- Strong people leadership, coaching, stakeholder management, and executive communication skills, with the ability to translate business strategy into operational priorities and execution (required)
- Private health insurance
- Sports benefits
- Comprehensive Mental Health Program
- Free English lessons (online)
- Local language courses
- Paid time off
- Maternity leave support
- Referral program rewards
- Upskilling, internal workshops, and participation in professional conferences and corporate events
SOFTSWISS is a global tech expert with over 15 years of experience in providing innovative iGaming solutions. The company offers comprehensive software for online casinos, sports betting, and affiliate management. To expand its global presence, in 2024, SOFTSWISS acquired Turfsport, a leading South African betting software provider, and a significant stake in Ously Games GmbH, the company behind the fastest-growing European social casino, SpinArena.net. Additionally, the company appointed Formula 1 legend Rubens Barrichello as Non-Executive Director in Latin America, focusing on Brazil's growing market. SOFTSWISS is committed to transforming the iGaming and entertainment industry for the better through tech innovations. The Team helps operators and providers establish enduring partnerships by building profitable and scalable businesses.